Moving the Contact Centre to Cloud UC for Remote Clinicians

Challenge

[CUSTOMER — placeholder] operated an on-premises contact centre that could not support remote clinicians and created bottlenecks in patient scheduling and triage. The legacy system tied agents to physical desks, making it impossible to scale capacity during demand spikes or to extend secure communications to clinicians working off-site. Patient wait times suffered and the IT team struggled to maintain the platform.

Solution

Clevertek migrated the contact centre to a cloud unified communications platform with softphones, omnichannel routing, and secure integration into clinical workflows. Clinicians gained browser- and mobile-based access to voice, chat, and video, while intelligent queue routing matched patients to the right specialist faster. The platform was connected to existing clinical systems under healthcare-compliant security controls, with Clevertek handling migration, training, and ongoing management.

Results

With the contact centre running on cloud UC, [CUSTOMER — placeholder] reduced communications downtime by [X%] and completed the platform rollout [XX]% faster than a traditional on-premises deployment would have allowed. Remote clinicians were brought online without new desk hardware, patient outreach capacity scaled elastically, and the IT team shifted from maintenance to service improvement. The outcome demonstrated a clear path to broader virtual-care enablement across the network.